1. Philip Sowden
17 Portside, Brighton Marina Village, Brighton, East Sussex
Mobile: 07548982802 , Land-line:01273959328,
Email: chucklesister@googlemail.com
Profile
I am a confident, self motivated and proactive person who has a wealth of experience
within administration and customer service. My career to date shows that I am highly
organised, have a keen eye for detail, have excellent communication skills and I am fluent
in all Microsoft packages. I also have a very flexible approach to work and quickly adapt to
new environments. I am available for interview at your convenience.
Employment History
Palms Properties- Estate Agent
August 2015 - May 2016
I worked for Palms Properties Letting Agents in Brighton. The company is a on-site agency
dedicated to Brighton Marina. The company was founded more than eighteen years ago
Palms Properties understand the workings of the Marina and can provide unrivalled
expertise on all of the properties for sale and to let in Brighton Marina. Also expanded into
holiday rentals and short term lettings in Brighton which I dealt with in the holiday-lettings
department.
My duties include:-
lTyping all property particulars, valuation reports, letters etc.
lOrganising the appointments diary for property viewings.
lMaintaining the window display and circulation of property details.
lResponding to Holiday enquiries via telephone and email.
lVet prospective tenants by collecting references and carrying out credit checks.
lEnsure properties meet legal and health and safety requirements, e.g. gas safety
certificates.
lDraw up tenancy agreement contracts.
lCollect or organise rent payments.
lAct as a property manager and resolve any issues that arise with properties.
HMP Hull-Business Administration & HMP LEWES-Business Administrator

2. March 2015 - August 2015
HMP Hull requested me back to complete the hand over all accounts & the department of
maintenance for the prison to the new contractor. This is due to part of the prison being
privatise and has to be completed by June. It is my responsibility to tie up loose ends on
accounts and explain any budget discrepancies / over spends. Making sure that hand over
is smooth and completed with in the time frame. This involves making sure that all
outstanding invoices for the financial year are paid and completed by April. If there is any
outstanding work to be done in the prison it is part of my job to chase contractors to make
sure completed for handover. This is a extra part of my role until handover is completed.
Please see full job role further down on my CV. I was first in this role between August 2013
to October 2014. I was requested in June 2015 to transfer to HMP Lewes and please find
below a breakdown of some duties which I was asked to perform:-
My duties include:-
lOrganise, produce and maintain accurate records for area of work
lAct as contact point for all communications to the team. Prioritise and distribute
communications to the appropriate person or relevant department in establishment
lComplete monitoring returns for area of work
lInput requisitions on to the finance database and process requisitions for defined area of
work
lCo-ordinate any awareness sessions for area of work
lPrepare paperwork for checking by manager, conducting initial checks as required
lCorrespond with relevant stakeholders and agencies to ensure that they are aware of
information so that information is adequately shared
lMaintain and check establishment databases, manual filing systems and logs of
information, responding within agreed time-scales and producing reports as required
lCollate information relating to relevant Service Delivery Indicators (SDI’s)
lAct as secretary to meetings as required including organising agenda, taking, distributing
minutes and action points
Arvato- Contact Advisor- Telephone Negotiation October 2014 to March
2015
My position in a thriving collections team - the department that is responsible for
minimising losses through the collection of accounts where the customer has missed

3. payments. The department handles a large variety of calls, ranging from taking debit card
payments to assisting customers with more severe financial difficulties.
My duties include:-
lReview accounts that are behind on their payments to determine appropriate action
lContact customers to agree satisfactory payment arrangements
lAnswer customer enquiries
lEnsure compliance in the completion of DPA on every call
lDiscuss options available to customers who are facing pending court action or eviction
dates in order to come to mutually acceptable arrangements which prevent further
litigation action
lAdhere to appropriate time-scales and regulatory requirements to ensure rehabilitation of
customer accounts
lAchieve monthly standards for quality and productivity
lFollow company and TCF / FCA guidelines at all times
lRecording all information obtained from calls on the system to ensure account status is
always up to date
lEstablishing collection goals in conjunction with the management and with the business
KPI
Essential experience and skills with in my position:-
lI have previous experience in regulated financial services
lI am IT literacy - keyboard and Microsoft Office skills, including Excel and Word
lExcellent verbal and written communication skills
lAbility to prioritise and work to deadlines
lStrong telephony skills / negotiant skills
August 2013 - October 2014
HMPS Hull Business Administration
Requested back to the HMP HULL in March 2015 . Please find explanation at start of CV
My duties include:-
lManage and process all repairs for HMPS Hull
lPurchase Ledger using the system Oracle

4. lResponsible for maintenance contracts and liaising with contractors.
lDiary management for the site office manager
lOrganising travel, hotel and arrangements for staff training and meetings
lData cleanse and system updates
lOrganise and manage three managers correspondence via email, manage and distribute
internal post
lManage utility bills for all prison departments and utility data
lNote taker for disciplinary hearings
lLiaise with internal and external departments
lProject manage and plan budget for the re-decoration of 5 wings of HMPS Hull
lStaff / HR Administration including staff rotas, managing holidays, sickness
January 2013 – August 2013
Hull Crown Court/Brighton Crown Court – Court Usher/ Court Clerk
My duties include:-
lManaging Court environment during proceedings, including liaising with offenders,
families and witnesses
lOrganisation and preparation of all court documents
lIntroducing the judge to the Court
lHandling court evidence
lTaking notes within the court
lCompleting all Evidence Administration
October 2012 – December 2012-(Based in the Netherlands)
Mercedes Benz – Customer Service Representative
My role was owning a premium customer service experience to ensure that any issues
raised are dealt with as efficiently, effectively and fairly as possible in line with relevant
guidelines. I identify and analyse the causes of dissatisfaction and put in place pro-active
solutions to meet the demands of the customer. As well as providing a first class
professional service to our customers, I also ensure that information is passed to all
relevant areas of the business, including the rest of the customer service team and sales
management teams, to enable them to manage current and future performance. I was
required to create and amend complaint reports for use by key stakeholders.

5. My duties include:-
lTaking inbound and make outbound calls to customers
lReception duties
lAdministration for the repair centre
lData Analysis and report writing
lManaging customer complaints
October 2010 –October 2012
Npower – Customer Advisor / Analyst
I provide a broad range of complex administration support through investigating. Part of
the role was to liaise with internal and external departments, conduct root cause analysis
to explore all solutions before making an informed decision. I also challenge where
necessary and manage customer expectations at all times. I provide constructive feedback
to teams around the business to ensure data quality is upheld. I managed and maintain
accurate records on relevant systems, identifying any inaccuracies and feeding back as
necessary. I was responsible for reporting on work in progress to ensure workloads are
managed and performance standards are met. Part of the role was to build relationships
with other business areas and provide support, ensuring processes are consistent and
demonstrate an understanding of the business. For this role I had strong customer service
ethic and also be analytical and work within SLA’s. Making sure at all time I was a team
player able to communicate at all levels.
My duties include:-
lTaking Inbound and making outbound calls
lDebt recovery
lUsing multiple computer systems and packages
lCompleting credit checks / Setting up direct debits
lAdministration including contracts and rate quotations
lAnalysing performance and efficiency’s for both customers and staff and identifying cost
saving strategy's
lReporting findings to team managers on flow and efficiency's
lProject managed a charity event for McMillan Cancer Research, raising over ￡2,000
August 2007 – October 2010
Farnells – Assistant Team Leader

6. I was a passionate and motivated consumer assistant team leader. I conduit between
senior management and staff, as a assistant team leader I was responsible for managing a
group of people and will spend time delegating tasks, negotiating workloads, assessing
performance and reporting on developments.
My duties include:-
lManaged a team of 40 staff
lFull administrative support including:
lProactive diary management, involving extensive meeting arrangements, co-ordination
and planning
lCo-ordinate challenging travel schedules and itineraries
lProcess expenses
lProduce and collate documents (presentations for internal and client meetings,
correspondence, reports)
lPrepare agendas, meeting notes and action items for key meetings and take minutes
lManage any on boarding for the vendor population, ensuring that all vendors have active
passes as required, and all systems are maintained from a security and HR standpoint
lTrack team whereabouts, including time-sheet entry and approval
lAssist senior managers visiting from other office locations
lManage extensive call volume (place, receive and screen calls)
lLiaise with other assistants to ensure smooth and consistent service at all times
lAdditional assignments and project work, as per business and project requirements
lMotivated, coached and trained the team
lHR duties including managing staff absence, rotas, shift patterns, performance reviews
lDaily and weekly reports to ensure customer service targets were met
lSales order processing
lEnsuring team reached sales targets
lManaging SLA’S
December 2005 – August 2007
ISA – Sales Executive
I was required to sell computer components to existing and new accounts while developing
and maintaining a good relationship with clients.
My duties include:-

7. lField Sales
lVisit potential customers for new business
lProvide customers with quotations
lNegotiate the terms of an agreement and close sales
lGather market and customer information and provide feedback on buying trends
lRepresent your organisation at trade exhibitions, events and demonstrations
lIdentify new markets and business opportunities
lRecord sales and send copies to the sales office
lReview my own sales performance
lMaking outbound cold calls
lIncreasing product range
lIdentifying business opportunities
lMeeting and exceeding sales targets
lExceed customer expectations and SLA agreements
September 2000 – December 2005
Norwich Union – Claim Assessor
My duties include:-
lTaking inbound calls from customers
lProcessing claims
lEffectively deal with their claims, from initial enquires through to decision.
lProviding advice to customers over the telephone and by email.
lChecking and logging complaints
lCollecting information and evidence to support complaints
lResolving issues
lAssisting over claim assessor with administration
lAdhered to FSA guidelines at all times
Key Skills
lTrained and fluent in Microsoft Packages
lTarget Driven
lManaging People
lSales experience in many different fields
lCustomer service

8. lMotivating Teams
lData Analyst
lPlanning and organisational skills
Education History
l1993 – 1996 Hanson Upper School
lQualifications gained – 8 GCSE’s including Maths and English.
Other Qualifications and Trainings
lPrison National Offender Management Information System. Trained in 2013 and used
daily.
lOracle Procurement Training, Level 2,3 and 5. Gained in October 2013 and used daily in
my profession.
lMicrosoft Power Point course. (Version 2010,07,03,02,00 & 97) Gained in 2010.
lProject Management, Level 1, 2 & 3. Gained in 1998 at Manchester University
lNVQ - Customer Service – Levels 1, 2 & 3 Distinction. Gained in October 2000.
lMicrosoft Packages
lMaster of Business Administration awarded by AACSB in 2005
lDisclosure of Scotland Certificate
l3 Day First Aid Course
lCRB cleared until the end of January 2016
Interests
I have a keen interest in the Theatre, Arts and Fashion. I enjoy meeting new people and
experiencing all that life has to offer. Recent circumstances have made me re-evaluate my
career options and I am now in a position where I would like to re-locate and reach my full
potential in a career that I can excel, learn new skills and contribute to a team
performance.